Engage Your Consumers through Mobile
 

When choosing a message delivery provider, getting connected to the network is only half the solution. Making sure that the message is delivered and the right customer support tools are in place is key to program and campaign success. The customer support tools that are in place for SinglePoint include a 24-7 network operations center (NOC) that is staffed by highly trained and fully dedicated employees. All NOC technicians have full visibility into all aspects of the network. SinglePoint backs up carrier-grade reliability with full network alarming and monitoring.

SinglePoint uses Remedy for trouble ticketing, issue tracking, and—most importantly—for keeping customers informed in real time. The SinglePoint Remedy solution:

  • Provides Web-based access that is simple and easy to use.
  • Allows customers to attach files for review.
  • Allows customers to check the status of tickets.
  • Automatically sends email notification of activity on the ticket.
  • Allows for notification profiles to be set up for distribution of single or multiple emails.

To back up SinglePoint performance, a comprehensive set of reporting tools provides visibility and decision-making information that empowers customers to more effectively manage their campaigns.

In the case of an unanticipated occurrence, there is a mature, well-defined escalation process in place. We will know if there is a problem, and we are committed to the point of involving the most senior members of our team if needed. A fully trained technician who is knowledgeable about the network and your specific issue will work with you to resolve the problem as quickly as possible. Because we take support so seriously, we provide qualified customers with service level agreements. We stand behind our network.

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